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ManagerFull-timeRustGitAIML
Salary Range
$73,000 - $85,000 /year
About the Role
Smarsh is seeking a Customer Success Manager to join their growing Customer Success Team. This role involves managing the needs of Small Business clients, resolving inbound questions, and maintaining monthly renewal processing.
Key Responsibilities
- →Manage territory and drive ownership of Smarsh directed projects or programs
- →Serve as a Subject Matter Expert (SME) for Smarsh processes and procedures
- →Deliver high-level responsiveness to assigned Mid-Market tier accounts
- →Work with clients via Retention Cases to prevent and manage churn
- →Track activity in SalesForce.com and accurately log outcomes of customer discussions
- →Maintain daily/weekly meetings for assigned accounts with ARR ranging from 40k to 100k
- →Prepare and host Business Reviews for top assigned accounts
- →Consistently meet or exceed target customer activity metrics and SLOs
- →Manage assigned client contracts, invoices, billing, and SLA reporting requirements
- →Process contract changes including add-on services, downgrades, and cancellations
- →Create accurate quotes and obtain purchase orders for Smarsh services
- →Identify additional add-on services to grow accounts and partner with sales for new opportunities
- →Effectively manage and drive closure of renewal business
- →Identify At Risk Clients and determine needed remediation paths
- →Take ownership for resolving customer issues and partner with internal teams for escalated issues
- →Drive client adoption of Smarsh products and services via trainings and best practices
- →Work as part of a collaborative team and provide feedback for improvement to internal stakeholders
Requirements
- ✓3+ years' experience with customer service, customer success, or inside sales, preferably for the financial industry or similar highly regulated industry - or - 1.5+ years' experience in a Mid-Market role or similar
- ✓BA/BS degree or 4+ years' experience in customer success in lieu of a degree
- ✓Completion of Customer Success outside learning
- ✓Effective oral and written communication skills
- ✓Strong organizational skills
- ✓Detail-oriented
- ✓Proficiency at juggling multiple tasks
- ✓Ability to quickly understand questions and problem solve
- ✓Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
- ✓Ability to deliver presentations to senior leaders, accounting, and/or technical audiences
- ✓Intermediate knowledge of the Smarsh or heritage Actiance Product Suite
- ✓MS Office Suite knowledge (PPT)
- ✓Ability to independently navigate ambiguity
